Service Delivery Charter

SERVICE DELIVERY CHARTER

HATI YA SHIRIKA YA UTOAJI HUDUMA

Office Hours: Monday – Friday 8am-1pm (1pm-2pm Lunch Break) 2pm – 5pm

Nyakati za ofisi: Jumatatu – Ijumaa Saa 2 – Saa 7 (Saa 7 – Saa 8 Mapumziko ya chakula cha mchana) Saa 8 – Saa 11

 

ACCREDITATION SERVICES RENDERED / HUDUMA ZA UIDHINISHAJI ZINAZOTOLEWA

 
Services Rendered Utoaji Huduma Timelines Nyakati zilizokadiriwa
1
Client application review/Kuchambua maombi ya mteja 1 day/Siku moja
2
Document Review/Kuchambua stakbadhi  zilizowasilishwa na mteja 2 weeks/Wiki mbili
3
Undertaking of initial assessment following successful document review/Kufanyika kwa ukaguzi wa awali kufuatia uchambuzi wa stakabadhi uliokamilika kisawa. 1 Month/Mwezi mmoja
4
Submission of a report after onsite assessment/Kuwasilisha ripoti kufuatia ukaguzi wa kimahali au sehemu ya utendaji kazi. 1 week/Wiki moja
5
Follow up assessment for implementation of the Corrective Actions Requests (CARs) raised/Ukaguzi wa kufuatilia utekelezaji wa marekebisho yaliyoafikiwa. 3 months/Miezi tatu
6
Provide necessary technical accreditation advise to the industry/Kutoa ushauri wa kiufundi wa huduma unaohitajika ya uidhinishaji kwa wanasekta wote viwandani.   Quarterly/Robo mwaka
7
Ensure compliance to accreditation standards/Kuhakikisha utiifu wa viwango vya uidhinishaji Quarterly/Robo Mwaka
8
Update of accredited clients directory electronically / KENAS Website/Kuimarisha orodha ya wateja walioidhinishwa kwa kutumia mtandao wa elektroniki 2 days/Siku mbili
9
Update of accredited clients directory in the Kenya Gazette/Kuimarisha orodha ya wateja walioidhinishwa katika gazeti rasmi la serikali Annually/Kila mwaka
10
Communication of accreditation decisions to clients/Kuwasiliana na wateja kuhusu uamuzi wa uidhinishaji. 2 Weeks after accreditation decision is made.Wiki mbili kufuatia uamuzi wa uidhinishaji

 

GENERAL SERVICES / HUDUMA ZA JUMLA

Service offeredUtoaji Huduma Requirements from customerKinachohitajika kwa mteja User charge/feeMalipo ya utumiaji Timelines/service standardsNyakati zilizokadiriwa/viwango vya huduma
1 Written enquiriesKuuliza  kimaandishi Written correspondence:-E-mailFaxSMSMawasiliano rasmi yalioandikwa:-Barua pepe

Faksi

Ujumbe mfupi

Nil/Hamna malipoNil/Hamna malipo Acknowledge and/or address within 5 Working days and those requiring further consultation 14 working days

Kutambua na/ama kushughulikiwa katika siku 5 za kikazi na wale wenye kuhitaji ushauriano wa ziada katika siku 14 za kikazi

2 QuotationsNukuu za gharama / bei Filled in request for quotations  documentKujaza stakbadhi za maombi ya kunukuu gharama / bei Nil/Hamna Malipo 7 working days after opening the quotationsSiku 7 za kikazi baada ya ufunguaji wa nukuu za gharama / bei
4 Tendering & Request for proposalsUtoaji Kandarasi na maombi ya mapendekezo Tender document & Proposal documentsStakabadhi za kandarasi na stakbadhi za mapendekezo At most KES 1,000 / free(Fees subject to review from time to time)KES 1,000 kama kiwango cha juu / Bure(Kiwango cha bei kitakuwa ni cha kuaangaziwa mara kwa mara) Strict adherence to Public Procurement and Disposal Act 2005 (Amendment) Regulation 2013. Outcome to be communicated to tenderers within 15days after the opening and evaluation of the tender;or 30 days  after the opening and evaluation  if the tender is complex or has attracted a high number of bidders

Kutimiza kikamilifu sheria za usimamizi wa ununizi wa umma.Matokeo ya uamuzi kuwasilishwa kwa waomba kandarasi katika siku 15 baada ya kufunguliwa na kuandaliwa kwa kandarasi;Au siku 30 baada ya kufunguliwa na kutathmini  kama kandarasi ni yenye ugumu ama imevutia waomba kandarasi wengi

5 PaymentsMalipo Invoice/ClaimAnkara/Madai Nil/Hamna malipo Within 7 days of making the claimKatika siku 7 baada ya kuwasilisha madai
6 Customer complaints and ComplimentsMalalamishi na pongezi kutoka kwa mteja Written complaint/complimentMalalamishi/pongezi yaliyowasilishwa kirasmiEmail/Barua pepeSMS/ Ujumbe mfupiTelephone call/ Kupiga simuVerbal/mazungumzo Nil/Hamna malipo Acknowledgement of complaints/compliments within 5 working days and resolution/feedback within 21 working days

Kutambua malalamishi/pongezi katika siku 5 za kikazi na kupatiwa uamuzi/jawabu katika siku 21 za kikazi